Manager, Member Services
About The Position
Monumental Sports & Entertainment (MSE) is a leading integrated sports and entertainment company. MSE's portfolio includes professional sports teams, venues, and media properties such as the Washington Capitals, Washington Wizards, Washington Mystics, Capital City Go-Go, Capital One Arena, and Monumental Sports Network. MSE is rooted in Washington, D.C., and aims to drive innovation and deliver extraordinary experiences. The company seeks talented individuals for its dynamic, fast-paced organization. The Manager, Membership Services is responsible for achieving revenue goals for an assigned account base of existing WNBA Washington Mystics season ticket members. The role focuses on customer service, renewals, retention, new business referrals, and add-ons/upgrades. This position is ideal for a sales and service professional with outstanding customer service skills and a passion for sports.
Requirements
- Bachelor’s degree or equivalent sales and education experience.
- 1+ year of ticket sales or service experience with a pro or college sports team.
- Excellent oral and written communication skills.
- Ability to multi-task and handle numerous business relationship in a professional manner.
- Passionate about building a sales career in the sports industry.
- Proficiency with computers and MS Office programs.
- Flexibility to work evenings, weekends and holidays as needed.
Nice To Haves
- Experience with Archtics and TicketMaster is a plus.
Responsibilities
- Support annual account renewals by addressing client concerns related to pricing, value, usage, team direction, seat location, partner changes, and other renewal considerations.
- Achieve overall ticket and revenue client renewal and retention goals for assigned membership account base.
- Cross-sell current season ticket base on hospitality programs, group programs, additional single game tickets, and paid Mystics experiences.
- Secure referrals from assigned membership base and secure additional Mystics full season or partial plan memberships, hospitality purchases and group ticket purchases.
- Anticipate customer needs and provide informed guidance on products and services offered by Monumental Sports & Entertainment.
- Provide unique and personalized experiences for all of our clients.
- Oversee client Touchpoint program which will consist of courtesy phone calls, in-office visits, in-arena visits and interactions at special events.
- Propose creative ideas to the team that will enhance all aspects of membership activation culture, including developing new benefit programs, special events and ways to exceed client’s expectations.
- Enter all touchpoint and client profile information gathered in our CRM system for reporting, updating and account relationship purposes.
- Assist with the planning of assigned member events and unique gameday experiences.
- Answer incoming phone calls and emails on items such as game night questions, member benefit questions, customer profile changes, account balances, etc.
- Other duties as assigned.
Benefits
- health and welfare benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
